Support
With many of our applications being in mission critical use, it is vital that you can count on the ongoing support, advice and upgrades from your vendor, and therefore we offer a choice of support options. Whether your need is for UK business hours, Continental business hours, business hours for the Eastern Standard Time, Central Time or 24*7, we can provide a support package that provides for your business needs.
Basic Support Pack
This is the minimum support level of support, and gives you unlimited Telephone/Email support, with support hours 0900-1730 Mon-Fri. Your request will always be routed to a knowledgeable person who knows your application.
Support with upgrades
In addition to telephone and email support, you are also eligible for new versions of software as and when released by Smart Media. You can expect upgrades to be available once a year, but generally no more frequently than twice a year.
Enhanced support
In addition to the basic support pack, this level of support gives you a rapid response delivered remote access to your server. Compared to any onsite maintenance, this gives you the convenience of rapid solution without any hassle for your staff or need to host visitors.
Extended Hours?
We will always agree support hours that meet your business requirements and accommodate any special needs around your peak trading. The following options for extended hours are most commonly requested:-
Mission critical and global e-commerce
24*7*365 with remote access.
Hospitality
Cover is provided from 8 am until midnight, Mon-Sun 364 days a year basis (excluding Christmas Day). Our support staff understand the need for uninterrupted operations and preventative maintenance in anticipation of special peak times often associated with the entertainment business and sporting events.
Retail support
You can extend the support hours 9 am - 6 pm Mon-Sat.